This was my first taste of working in a customs services environment where we mostly worked per telephone and email which was interesting and I realised that I am customer focused and loved the challanges clients provided on a daily basis. My previous jobs all were more behind the scenes jobs and this was the first job where we had direct contact with the clients on a daily basis.

- Typical day at work: Tier 1 Lean daily meetings where I have visual control on KPIs board, query volume, incidents, updates on data base and online plataforms, share information with the team members, tasks assigment, etc.

Daily contact with Authors, Reviewers, Editors, Journal Managers and Journal Publishers via telephone and e-mailing.Elsevier deals with very high standard Journals, such as The Lancet. I have personal monthly targets as well as Team deadlines. My department is related to the Operations of the company, regarding the procedure from submission to publication of a final product within 2,000 different journals related to Health, Science and Technology.

Apart from the daily tasks, I ensure to go an extra mile to improve personal profile as an employer.

An on going process of improvement by solving individual and group project. These are created and analysed by looking at the causes, conflicts, methods, data and solutions. The importance of the completion on these mini projects are to improve the customer service delivered to each customer every day.

Finally, being a global company, I daily deal with vary international customers as well as work colleagues.

With team review stability of platforms over last 24hrs, address any big performance spikes or issue. Continue Programme/project work to deliver schedules. Lots of process improvement opportunity. People willing to help. Can be very satisfying to see success and improvements, sometimes can be a long road to get there.

Pros

People wanting to focus and work together across several cultures and continents.

Cons

Expectations to deliver without required funding can be an impossible challenge.